Re: W[h]ither the mail list?

Seems like it would be a simple matter to add some sort of notice about the
forum in the auto-generated links that are appended to every message in this
list.

-Gordon

On Wed, Aug 17, 2011 at 1:42 AM, Edward Reid <[email protected]> wrote:

> At 8/15/2011 02:29 PM +0100, Sean Reilly wrote:
>
>>  - the Tender forums (http://help.infinitekind.com) are primarily for
>> customer support and helping people use moneydance, but also for reporting
>> bugs and requesting features
>>
>
> Sean,
>
> The problem is that people, usually new users, are coming to this list for
> customer support and help in use -- exactly the things that you say should
> be in the Tender forums. It's that misdirection which caused me to bring up
> the question of whether this list should be closed. What ideas do you have
> for making sure those queries get directed where they will get the best
> support?
>
> Samples of recent queries here (please DON'T anyone answer these here,
> these are PAST topics):
>
> -- MD can't import my QDFM file.
>
> -- I need to connect with Royal Bank, CIBC, TD and Amex Costco Credit Card.
>
> -- Some transactions without a yellow dot in the Cleared column aren't
> showing in the reconcile window.
>
> -- MD has trashed all my data.
>
> -- How do I undo a reconciliation?
>
> -- How do I connect with First Tech Federal Credit Union?
>
> These very obviously fit your categorization of requests which should be in
> the Tender forums.
>
> When these come from new users (not always the case), they obviously
> believe that they have found the approved support channel. Since MD support
> staff don't monitor this list regularly, if one of us user subscribers
> doesn't answer, the requester will think their support request got sucked up
> by a black hole. I try to redirect them, but I don't check this list every
> day, sometimes not every week.
>
> So there's a structural issue here that you need to address. You want to
> keep this open as a "back channel", and I think that's great. But you need
> to do something about the misdirected requests and not count on the rather
> small number of active users here to redirect them. Whether that's by
> improved labeling of the sign-up (knowing that some people just won't read
> it no matter how obvious you make it), by having one of the MD support staff
> check the list a couple of times a day, or something else ... whatever
> works. But it needs to be addressed.
>
> Edward
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>



-- 
Gordon Alley
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